Multiple experiences here and I gave 2 stars as an overall out of the 3 experiences we've had (2 bad, 1 great) in addition to the behavior observed on Facebook and here on google reviews.
I will mention the food, prices, communication and professionalism of WSC&T below:
The 2nd experience was 5 stars!!
Great food, the pie was phenomenal and at reasonable price. Employee interaction was great both on the phone as well as in person. Bella was very polite and professional.
The 1st experience/observation was very alarming and sexist. They had made a sexist post with a photo making fun about all the men calling late, as is typical, and laughing about how they were all in a panic about failing their wives for Thanksgiving having been in charge of desserts and missing the deadline and it being no surprise...men. They then proceeded to insult any and all other people who weighed in on the matter to say it was unprofessional. By the end of it they said "we don't care, this post will be deleted shortly anyways. No one's gonna know".
The 3rd time my wife called to order and plan a birthday cake and they said "we don't do birthday cakes" and hung up. Upon looking at a Facebook post later, there was a birthday cake from that week just made. My wife commented how confusing this was with had just making the call and was told they don't do birthday cakes, without an explanation or even asking about a date....it was a very haphazard experience. Their reply was:
"I make cakes, just not last minute unplanned ones. I don't need to know the date because I know my business inside and out. I have a 2 year wait list for cakes. Also the website says special orders are closed and the post didn't specify orders were open. But you're welcome to come in and select something we have for last minute folks like you!"
So, this was beyond unprofessional. We explained their website didn't say any such thing after double checking and were surprised that "last minute" is less than 2 years.
The level of personal defense and returning insults she had after this was unbelievable.....
instead of a simple, "sorry orders are full right now, or I'm sorry for the misunderstanding, we will look into the website to make sure our information is up to date." It became personal attacks, belittling as well as defense that we were attacking them and their competence as if somehow explaining a miscommunication on a website was a personal affront to their intelligence and competence.
Looking through the other comments here on Google, I see the same pattern on other negative experiences. Very defensive and rather than simple professional "we'll look into that, or is there anything else we could do for you?" Or "I'm sorry you feel our prices are high, we strive to have the lowest prices while having the best ingredients and try to pay our staff fairly." She flat out says maybe we're not the place for you and we don't need your business, if you're not happy - go somewhere else! How dare you have the audacity to speak out about the way we negatively treated you, our prices, or our website not having info we said it did. Etcetera.
This place makes great food and the staff I encountered was very nice. It seems there's a disconnect with the owner and public interaction. Any criticism or complaint is instantly thrown back at the customer 10 fold. Which in the food industry, is not a good thing. God forbid someone gets sick from a recalled item with ecoli or listeria and customers call to notify, they would probably say it couldn't have been from us! And continue serving. THIS HAS NOT HAPPENED but it's the pattern of behavior if such a thing occurred that worries me.
I hope they hire someone to deal with the social media, customers and other public relations aspects as a buffer, until the owner gets a grasp on emotions, professionalism and human interaction. I wish them the best, they have a great product, but I fear the one person there may be their own worst enemy. It would be a shame to fall by their own hand after surviving...
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